Manager - Business Analyst

Mumbai, IN

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.
Business Analyst – AI Solutions & Transformation

Role Summary

We are looking for a Business Analyst with strong requirements gathering, process analysis, and stakeholder management experience, with a good understanding of AI and automation solutions.

The role will work closely with business SMEs, product owners, AI/technology teams, and developers to identify AI opportunities, translate business needs into solution requirements, and support AI solutions from discovery through design, testing, and implementation.

The candidate is not expected to develop AI models but should understand AI fundamentals and how AI solutions are applied to business processes.

Key Responsibilities

• Lead stakeholder workshops, interviews, and process walkthroughs to elicit, analyse, and document business requirements.
• Understand As-Is processes, business rules, pain points, exceptions, and process variations.
• Identify and help qualify opportunities for AI, automation, and process improvement.
• Translate business needs into BRDs, FRDs, user stories, use cases, process maps, and acceptance criteria.
• Gather requirements for AI-led solutions, including inputs/data, expected outputs, business rules, prompts, knowledge sources, integrations, exceptions, and human-in-the-loop requirements.
• Work with AI and technical teams to translate business requirements into solution requirements and functional designs.
• Support the design of solutions leveraging capabilities such as Generative AI, AI Agents, RAG/Knowledge Management, NLP, workflow automation, and intelligent document processing.
• Define and validate AI solution outcomes, including accuracy, quality, business controls, exception handling, and acceptance criteria.
• Support UAT, test scenario development, output validation, defect triage, and business sign-off.
• Maintain requirements traceability and manage requirement changes throughout the solution lifecycle.
• Support implementation and measure whether the solution delivers the expected business benefits and outcomes.

Required Skills & Qualifications

• Bachelor’s degree in business, IT, Engineering, or a related discipline.
• Proven experience as a Business Analyst, with strong requirements gathering and process analysis experience.
• Strong understanding of BRD, FRD, user stories, use cases, process mapping, and acceptance criteria.
• Good understanding of AI fundamentals and AI-enabled business solutions.
• Ability to translate a business problem into clear AI/automation requirements.
• Understanding of concepts such as Generative AI, LLMs, AI Agents, RAG, prompts, APIs, workflow automation, and human-in-the-loop controls.
• Knowledge of SDLC, Agile, and Scrum methodologies.
• Strong stakeholder management, facilitation, analytical, and communication skills.
• Experience with JIRA/ADO, Confluence, Visio, Excel or equivalent tools.

Good to Have

• Previous experience supporting the design or implementation of AI/GenAI solutions.
• Exposure to Agentic AI, RAG, conversational AI, intelligent automation, or process intelligence.
• Experience defining AI use cases, functional requirements, test scenarios, and acceptance criteria.
• Understanding of data requirements, APIs/integrations, AI governance, security, privacy, and responsible AI considerations.
• Experience in Banking, Financial Services, Pensions, Insurance, Healthcare, Telecom, or Customer Operations.
• CBAP, CCBA, Agile BA, AI, or related certification.

Behavioural Competencies

• Business-to-Technology Translator – Able to convert business problems into structured solution requirements.
• Analytical & Curious – Comfortable challenging existing processes and exploring AI-led alternatives.
• Solution-Oriented – Focuses on measurable business outcomes rather than technology alone.
• Collaborative – Works effectively across Business, Product, AI, Engineering, QA, and Operations.
• Adaptable – Comfortable working in an evolving AI and technology environment.
• Delivery-Focused – Able to manage multiple priorities and drive requirements through to implementation.

• ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.